CVEC has been working behind the scenes to update our phone system to provide an easier and more efficient member experience. We are excited to announce that we are close to full implementation of this new system.
The implementation process will be completed in steps, beginning on February 19 and continuing over the next couple of weeks. Members who call CVEC may notice that the voice recording was updated for menu options. Once the system is fully implemented, all calls to CVEC will hear the new recording.
The new phone system also has added options. Instead of being transferred by a Member Service Representative, members will be able to press 5 to connect with Firefly Fiber BroadbandSM, CVEC's wholly-owned internet subsidiary. CVEC has also added a new option to better serve members who speak Spanish. By pressing 9, members can access the phone menu in Spanish and more easily reach the proper department for assistance.
One of the largest benefits of the new system is call recording. When members are connected to a representative to discuss a new or existing service, they will hear a disclaimer indicating that the call is being recorded for quality and training purposes. All inbound and outbound calls with members will be recorded to help CVEC improve its service to members. However, member privacy is important. To protect sensitive member information, recording will be paused prior to members providing full social security numbers with new account set-up and banking information for one-time draft payments.
If you have any questions regarding the new phone system, please contact us at (800) 367-2832 or by emailing Member Services.
